The player from Germany requested a withdrawal and, after more than 2 weeks of waiting for payment, he decided to make a complaint. The player received a payment approximately 1 month after the withdrawal request. The complaint is resolved.
Buran Casino - Player’s withdrawal has been delayed.
Amount: €2,540
Buran Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I wait a week for my payout.
When I contact the casino via chat, I always get the same answer. That it is in progress.
Automatic translation:
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2 years ago
Dear Christian,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Kristina
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2 years ago
Translation
First of all, thank you for taking care of the matter. For me that was over 14 days ago. And I am always put off that there are technical problems. But that is unbelievable after such a long time. I have to go to Month in the history and see all payouts.
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2 years ago
Thank you for your reply, Christian. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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2 years ago
Translation
We received this email from Christian:
"Hi first
I just wanted to give you some information
I have received a withdrawal confirmation of € 500.
So there are still € 950 open.
I keep you up to date.
And thank you for your efforts
Sincerely, Christian "
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2 years ago
Thank you very much for the update. It seems we are on the right track, and hopefully, you will receive the rest of your winnings soon. Please, keep us informed and let us know if there is anything new.
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2 years ago
Thank you very much Christian for your emails. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated.
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2 years ago
Hello, Christian,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Meanwhile, based on the communication you provided us by email, I updated the disputed amount. From now on, please answer our questions directly in this thread or use my email address branislav.b@casinu.guru (for files). Please note all sensitive data in the complaints are not visible to the public.
Now I would like to invite Buran Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Buran Casino team, could you please state the reason why the player's withdrawals have not been fully processed yet and when can he expect the payments?
Thank you in advance for providing the information.
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2 years ago
Translation
Dear Christian S*********,
We are pleased to announce that your withdrawal request of EUR800+EUR800+EUR800 has been processed by our finance department.
The money should be in your account in no time. Please note that bank and credit card transfers can be delayed by up to 3-5 working days.
Edited by a Casino Guru admin
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2 years ago
Translation
Wow that was fast now.
I would like to thank you in any case.
You from Casino Guru are great
I will definitely recommend you guys.
Sincerely, Christian
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2 years ago
Dear Christian,
This is great news, I am happy about the progress!
Can you please confirm you have already received your funds? Has your issue been completely resolved?
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2 years ago
Translation
I got my money today.
Thanks for your help.
Have a good weekend
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2 years ago
Thank you, Christian, for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
